We want to hear from you!
You are receiving this email because you have, at some point, received a service from us. Whether it be an online, or a full car repair, we want to know where we can improve our service.
We would absolutely love it if you could take 5 minutes to review us on Facebook! Otherwise, if you already have, thankyou.
Our shop will be closed today for the Queen’s Birthday public holiday, but we will be back at it from 6am tomorrow.
However, if you need us, simply message us on Facebook – we’re always open.
So you might be wondering wht this means and what NPS stands for…
NPS stands for Net Promoter Score.
The Net Promoter Score is a proven, powerful metric used globally to measure customer engagement and advocacy levels. It establishes the likelihood of a customer to recommend a product or service on a scale of 0-10.
Each time a person has their vehicle repaired by us, we send them a survey asking them a few questions about how their experience was with us, but mainly one question at the end:
“How likely is it that you would recommend us to a friend or colleague?”.
Our customers then send back a response with a number of 1-10. 1-6 represent what are know as “Detractors”, or people who have had a bad experience with us and are likely not to return. 7-8 represents people known as “Passives”, or people who are happy with our service but wouldn’t necessarily promote us. And then finally, 9-10 are “Promoters”, or people who are highly likely to recommend us to others.
This question gives us an idea of how we performed in the eyes of our customer, and our retention statistics as well.
With a score of 97, our customers are extremely likely to recommend us to other people. To put this into perspective, lots of large scale companies use NPS, and Amazon’s NPS score is only 68!
So next time you know someone in need of repairs, send them our way as you know we operate at above industry standards!
Major car brand dealers would have you believe that your car can only be serviced by them in order to not void your warranty. But independent service centres would have you believe that they can repair your car without voiding the new car warranty. So which is correct?
Long story short….you can service your car wherever you’d like. However, there are a few other things to take into consideration when considering a service centre during your new car warranty.
The Competition and Consumer Act 2010 is what protects a customers rights to freely choose their service centre after the purchase of a new car. It prevents the practice of attaching restrictions to the sale of a vehicle as to where the car has to be serviced during the warranty period. Essentially this means that a car manufacturer cannot void your new car warranty based purely on where you chose to get it serviced.
However, a manufacturer can refuse a warranty claim if there is evidence of use of non-genuine parts, lack of maintenance or poor or inappropriate work practices as a result of having it serviced elsewhere.
An independent service centre also cannot perform warranty work. They will most likely not have access to the latest technical information, special service tools, factory tools and complete service information. In addition to this, specific and dedicated electronic equipment and updates are regularly required for services, which may not be available from the independent centres.
When it comes to choosing where to take your vehicle for its warranty services, cost is often what makes people go elsewhere. Although a manufacturer service centre may cost more, it is important to consider the benefits they will provide over a smaller, independent chain. If your priority is cost, then you may jeopardize the quality of work performed; whereas if your priority is quality, you will likely pay more for your service.